AccountId: 011433970860
ContactId: e65e53d4-1532-417a-8b83-fae63ce7488b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294279 ms
Total Talk Time (AGENT): 78952 ms
Total Talk Time (CUSTOMER): 87864 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/e65e53d4-1532-417a-8b83-fae63ce7488b_20250224T15:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from the provider's office. I would like to check the status of claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim status. Can I please get your call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII]. Policy number L like Lima G like girl, O like Oscar O like Oscar 933.
[CUSTOMER][NEUTRAL] 3234.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] Mm, I do have social.
[CUSTOMER][NEUTRAL] We sign with the patient social.
[AGENT][NEUTRAL] OK, what is that?
[AGENT][POSITIVE] Yes, let's try that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. I'll start over. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look and see if we can find that patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said you're checking status of a claim. What kind of claim is this? Is it medical?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] This is for medical claim?
[AGENT][NEUTRAL] It's a medical claim?
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the data service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Total amount $35 even.
[AGENT][NEUTRAL] OK, looking on [PII], I did find the patient, he has not had an active policy since [PII].
[CUSTOMER][NEUTRAL] OK, so also there is no claim.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Can I have the on term rate one more time?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Patient term, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that down there.
[CUSTOMER][POSITIVE] Thank you. So I have another date of service, April.
[AGENT][POSITIVE] You, you're welcome.
[CUSTOMER][POSITIVE] Thank you, [PII] $35 even.
[CUSTOMER][NEUTRAL] So that is many claims, right, and that data service also because of patient term.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. May I have the spelling of your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Uh, it's going to be my name, [PII], and today's date.
[AGENT][NEUTRAL] And what's the name of the facility you're calling from [PII]?
[CUSTOMER][NEUTRAL] Radiology and nuclear medicine.
[AGENT][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][POSITIVE] Thank you, [PII] for all of the info today.
[AGENT][NEUTRAL] Yes, you can use my name in today's date.
[CUSTOMER][POSITIVE] Sure, I'll do. Thank you.
[AGENT][POSITIVE] You're very welcome. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] It, um, have a wonderful week and uh.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Thank you so much, [PII]. Thank you, sir. Bye-bye.
[CUSTOMER][POSITIVE] Wonderful day. Thank you. Take care, bye.
[CUSTOMER][NEUTRAL] Welcome, bye bye.